Refund Policy

Last updated: 29 December 2025

Solace Synergy is a small, practitioner-led business operating both an online store and a physical studio location. Each item is selected, packed, and handled with care. All sales are considered final once an order is placed or a purchase is completed in-studio.

This policy explains when refunds or replacements may be offered, and when they are not.

In this policy, “item” refers to any physical product purchased either:

  • through the Solace Synergy online store, or
  • directly from the Solace Synergy studio.

1) CHANGE OF MIND

We do not offer refunds or exchanges for change of mind.

This includes (but is not limited to):

  • deciding the product is not what you expected
  • ordering or selecting the wrong item
  • no longer wanting the item after purchase

This applies to both online and in-studio purchases. Please choose carefully before completing your purchase.

2) FAULTY OR DAMAGED ITEMS

Under Australian Consumer Law, you are entitled to a refund, replacement, or repair if an item is faulty, damaged, or not as described.

If your item arrives damaged or defective (online orders), please contact us within 7 days of delivery with:

  • your order number
  • clear photos showing the issue

For in-studio purchases, faults should be reported as soon as reasonably possible after purchase.

Once assessed, we will offer a replacement or refund, depending on availability and the nature of the fault.

3) WHAT IS NOT CONSIDERED FAULTY

The following are not considered faults:

  • minor variations in colour, texture, or appearance (particularly with natural or small-batch items)
  • damage caused by misuse, incorrect handling, or improper storage
  • damage occurring after delivery or purchase

4) RETURNS (APPROVED FAULTY ITEMS ONLY)

If a return is required, instructions will be provided once the issue has been reviewed.

Returned items must be:

  • unused
  • in original packaging
  • returned as directed

Items returned without prior approval may not be accepted.

5) REFUND METHOD

Approved refunds will be processed using the original payment method.
Processing times may vary depending on your bank or payment provider.

6) CONTACT

For refund or fault enquiries, please contact us via the Contact page on our website.